Dang.
   Our contacts are all at the Tenafly, N.J. office.  As I said, there has been minimal turnover and the service has been more than satisfactory.  A we've had with EBSCONet is the 'too early to claim' stop and (as I understand it) that feature is driven by publisher's policies.   I am not sure we have ever had a duplicate invoice.  IW

I.  Woodward
Serials Office
Colgate University Libraries
Case Library and Geyer Center for Information Technology
13 Oak Drive
Hamilton, N.Y. 13346
Ph.:   315-228-7306
Fax:   315-228-7029

-----Original Message-----
From: SERIALST: Serials in Libraries Discussion Forum [mailto:SERIALST@LIST.UVM.EDU] On Behalf Of Boardman, Teri
Sent: Monday, February 04, 2008 12:03 PM
To: SERIALST@LIST.UVM.EDU
Subject: Re: [SERIALST] Ebsco

We also changed from Dallas to Denver. Since we changed to the Denver office in June we haven't had a positive experience. When I e-mail our CSR I never know who is going to respond. I get responses from 3 different people. Also my claims haven't been going through on Ebsconet.
I get responses like "too soon to claim". When I e-mailed the CSR I got a response from another CSR. Evidently we now have a new CSR. I know the renewals were late because we received our copy much later than usual.
I'm concerned that our subscriptions were renewed too late.

Teri Boardman
University of Houston at Clear Lake
Houston, Texas

-----Original Message-----
From: SERIALST: Serials in Libraries Discussion Forum [mailto:SERIALST@LIST.UVM.EDU] On Behalf Of Adelaide Fletcher
Sent: Monday, February 04, 2008 9:06 AM
To: SERIALST@LIST.UVM.EDU
Subject: Re: [SERIALST] Ebsco

We have had a similar experience over the past year, though we have always been with the Denver office. We are unable to access many of our regular subscriptions at the moment because, according to our CSR, EBSCO didn't send our renewal payments until January 2, 2008 for subscriptions that were to start January 1, 2008! We didn't send in our renewals any later than we have in the past, so we are wondering what is going on. I have asked my CSR but cannot get a straight answer. Communication with them is hit or miss. We either seem to get a response right away or never at all. They are very nice people, but we're frustrated.

Addie Fletcher

-----Original Message-----
From: SERIALST: Serials in Libraries Discussion Forum [mailto:SERIALST@LIST.UVM.EDU] On Behalf Of sydna bryant
Sent: Monday, February 04, 2008 7:15 AM
To: SERIALST@LIST.UVM.EDU
Subject: [SERIALST] Ebsco

We too have had a bad experience with Ebsco since being changed from Dallas to Denver.  I have stuck with our original representative but I am far from pleased.  The rep I had in Dallas was so great.  I get the feeling that the Denver office is completely overwhelmed with work and can't keep up.  I used to hear from my rep in Dallas within 24 hours and now it is about 2 weeks.

Sydna Bryant
Serials
UTPB
4901 E University Blvd
Odessa TX 79762

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